Archives

Access previous editions back to Edition 86 below:

Edition 139
The Do's and Dont's of Call Monitoring
Still a Bumpy Road Ahead for Call Centre Managers
Profile: Jason Edbers, Technology Manager, iSelect

Edition 138
Call Centre Strategy
Why Do Customer Service Failures Persist?
Profile: Kristy Cranefield, Bankwest

Edition 137
Retention
Effective Complaint Handling is Critical
Profile: Justin Bartley, Strategic Opportunities

Edition 136
Regional Development of Call Centres
Call Centre Technology Roars Ahead
Profile: Michael Stelzer, Aspect Software

Edition 135
Managing Waiting Times
Winning New Contact Centre Clients
Profile: Louise Bedford, Realestate Media

Edition 134
Voice Recognition Technology is rapidly growing
Leadership Development in Call Centres
Profile: Michael Meredith, ATA

Edition 133
Call Centre Recruitment Trends
Project Management - The "Must Have" Skill
Profile Shaaron Kapiteyn, Burswood Entertainment Complex

Edition 132
What selling skills do agents need?
How can managers gain more authority? 
Profile: Denice Pitt, UCMS 

Edition 131
Do not call register
Managing the Bully Boss 
Profile: Lisa Carroll, IAG Insurance Australia Group  
Contact Centre Employee Satisfaction Benchmark Report 

Edition 130
Influential managers - how do they do it? 
Profile: Brendon Walker, St Vincent's Hospital Alcohol & Drug Service 
Do call centres promote stress? 

Edition 129
2007 Contact Centre Employment Satisfaction Benchmarking Results Revealed.
When do you need a bureau? 
Virtual reality is here 
Profile: Clare Anderson, Powercor & Citipower 

Edition 128
Cold Calling is so yesterday  
Better performance reviews  
Profile: Neil Harrison, Soul Telecommunications  

Edition 127
Motivating Agents through every shift
For the Young, What you learn is critical
Profile: Sam Y T Foo, Global Tele Sales
Australian Workers avoid Public Transport

Edition 126
Getting measurement right
Career burn out for managers 

Edition 125
2007 Contact Centre Recruitment Index
Growth in Call Centre Technology 
The Project is Completed Successfully 
Profile: Waylon Bolton, Australia Post 

Edition 124
The Challenge of outbound call centres 
Managing Contractors 
Profile: Tanya Miller, Main Roads, WA 

Edition 123
Skills to look for in agents 
Happiness in the Workplaces  
Profile: David Grant; Global Tele Sales Pty Ltd   

Edition 122
Uniqueness of Managing a call centre 
The Training that Managers need
Profile: Colin Ferguson, Australian Air Express 
NEW! HRO HUB
Kelly Global Workforce Survey - Results Released 

Edition 121
The 'At-Home' Agent option
Meetings - How to manage them better
Profile: Mark Kenning, CIGNA Insurance 

Edition 120
Kelly Global Workforce Survey - Results Released 
Service Level Agreements Essential
Critical ingredients for workplace teams
Profile: Ann Clifford, Savings and Loans Credit Union

Edition 119 
Season's Greetings!  
Kelly Global Workforce Survey Results - Employees Rate Their Bosses  
Benefits of Benchmarking
Hints for New Supervisors 
Profile: Isobel Davidson, RAC Contact Centre 

Edition 118 
2007 Employee Satisfaction Benchmark Survey 
Efficiency is good, Effectiveness is better
The First 100 days
Profile: Patricia Kennedy, GU Health
Industry Recruitment Index Results 

Edition 117 
Need HR Help? 
Developing better agents
Managing equality in the workplace
Profile: Sonia Danielewski, BUPA Australia

Edition 116
Kelly Global Workforce Survey Results - Discrimination in the Workplace 
Script or no script?
On the way out - A good time to talk
Profile: Kamini Mccarthy, Power

Edition 115
Kelly Services clocks up 60 years
For or against India
The power of influencing people  
Profile: Lynne Anderson, HBF   

Edition 114
Kelly awarded SARA Legends!
More than quantifiable measures alone
Redundancies should never be taken lightly
Profile: Aaron Payne, On The Move

Edition 113
Positive environment vital
Providing the training that your people need
Recruitment Survival Kit

Edition 112
OH&S for call centres
Workplaces need leaders
Profile: Gail Saipani, Asteron

Edition 111
Timely update on ‘Do Not Call’
Being creative
Profile: Bianca Jenkinson, Australia Post

Edition 110
Absenteeism in call centres
Workplace conflict
Profile: Shaun Grainger- Salesforce Australia Pty Ltd

Edition 109
Getting the Balance Right 
More Harm than Good from Gossip 
Profile: John Meyer, Australian Unity 

Edition 108
Outsourcing continues
Essentials of communication 
Profile: Anna Turnbull, the West Australian 

EDITION 107
Talk time
Goal setting
Profile: Christine Henderson, Bank of New Zealand

EDITION 106
Australian Contact Centre Industry Recruitment Index 2006 
Ongoing effort required for retaining staff 
Meetings meetings meetings 
Profile: Mike Casey, New Zealand Automobile Association 

EDITION 105 
Perspectives on measurement
Coming to terms with burnout
Profile: Jenni Lawson, Salesforce

EDITION 104
Improve call centre employee retention 
Do not call 
Managing excellence can be challenging 
Profile: Michelle Rameka, Corporate Express 

EDITION 103
Contact Centre Industry Recruitment Index 2006
Keeping agents informed 
Some bosses are too much 
Redundancy always delicate 

EDITION 102
2006 contact centre industry benchmarking study 
Are tangible rewards best?
Effective inductions pay dividends
Profile: Julie Garth, SITEL 
Kelly Services expands into the IT employment market

EDITION 101
Call centre PR desperately needed
Living with difficult employees 

EDITION 100
ccmanager celebrates its 100th edition!
Front line super important 
Learning on the job
Profile: Anne Lehrke, Statistics NZ 

EDITION 99
Stress Continues
Building Teams Effectively
Profile: Colin Geard, Ministry of Justice, NZ
2006 Employee Satisfaction Benchmark Study

EDITION 98 
2006 Employee Satisfaction Benchmark Study
Internal layout is important 
Performance Appraisals - The Do's and Don'ts 
Profile: Marilyn Dickson, Origin Energy 

EDITION 97
Do Not Call - Getting Closer 
Holidays always a delicate issue 
Profile: Jan-Marie Creighton, Work & Income 

EDITION 96 
The Original Always Stands Out  
The Results: Recruitment and Salary Index Survey
Training For Managers
Towards Better Teams
Profile: Craig Wilson, NEC Business Solutions

EDITION 95 
Efficiencies Not Everything 
Communication In Times Of Change 
Profile: Louise Linder, ING Direct 

EDITION 94
Balancing Occupancy With Service 
Talent Or War Between The Talents? 
Profile: Consumerlink, Maureen Parrington 

EDITION 93
The Ongoing Management Challenge 
Parental Leave - There's No Turning Back 
Profile: Paul Claassens, Ing Direct 

EDITION 92
Working Through Call Centre Stress 
Workers Getting Older All The Time 
Profile: George Markovski, Pillar Administration 

EDITION 91
Measuring Performance 
Ignite Innovation 
Profile: Fiona Finnegan, DHL 

EDITION 90
Benefits Of Outsourcing 
Stress Is All Around Us 
Profile: Sharon McCaffery, BT Financial Group 

EDITION 89
Customers Look For Quality 
Rules Around Harassment Are Strict 
Profile: Téa May, Commonwealth Securities Pty Ltd (Commsec) 

EDITION 88
Outbound Calling - Never Easy 
Getting Workplace Value From Generation Y 
Profile: Wayne Funnell, Arc Contact Centre 

EDITION 87
Help Lines Need A Customer Focus 
Getting Out Of The Rat Race 
Profile: Peter Church, Vodafone Tasmania 

EDITION 86  
Employee satisfaction national events  
Cutting cost has its risks
The eight hot HR issues for 2005-2007
Career planning, career changing
Strong & dynamic leader needed for high performing team